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Monday, March 26, 2012

Problem:
Customers call your sales people directly. There is no track of these calls. Customer conversation history is not maintained. Customers cannot call a single number for your organization and get connected to their agent directly.

Solution:
Customer information is present in your Salesforce account. You can manage your calls using KooKoo. We can mashup these two to create a simple customer call management solution in 10 mins.

Allows customer calls on a single phone number. If the caller is already associated with a RM, KooKoo plays the customer name and connects him directly to RM. Customer case history is updated for the call automatically.

If there is no customer records, KooKoo identifies the available RM and connects the call and creates the case history for the caller automatically.

Create a controller for the above page. Setup > App Setup > Develop > Apex Classes > New. Name it as CallManagementController. Paste the code in this link

Add this page to your Force.com site. If you do not have a site, you can create one in Setup > App Setup > Develop > Sites > New

Login to KooKoo and add the URL of the above created page to your phone number.

Publish your KooKoo number and start getting calls. If the caller is present in the Salesforce database, KooKoo greets him with his name and forwards him to his owner. If the caller is not in the Salesforce database, KooKoo automatically creates a lead out of the caller.

That's it. In 5 steps and 20 lines of code, you have a professional phone system integrated with your Salesforce account. You can extend the code above to log the call details etc so that the complete track is maintained in your Salesforce account.

You can do something similar for other CRMs also like Zoho, Sugar etc. Will write more blog posts on those soon. This can also be integrated with our cloud call center Cloudagent to have a complete contact center solution.

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